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CSAT and ESAT

CSAT is short for Customer Satisfaction, which is a commonly-used key performance indicator used to track how satisfied customers are with your organization's products and/or services.

Respondents use the following 1 to 5 scale:

1. Very unsatisfied

2. Unsatisfied

3. Neutral

4. Satisfied

5. Very satisfied

Formula to find CSAT:

% of satisfied customers = (Number of satisfied customers (4 and 5) / Number of survey responses) x 100


as per the above chart, 6 customers provided 4&5 score and remaining 4 customers provided less than 4.

 % of satisfied customers = 6 / 10) x 100 = 60%

Follow below tools to measure and improve customer satisfaction and management:

1) Stakeholder register

2) Power and Interest grid sheet

3) Stakeholder management plan

4) Stakeholder communication requirement plan

ESAT is short for Employee satisfaction or job satisfaction is, quite simply, how content or satisfied employees are with their jobs. Employee satisfaction is typically measured using an employee satisfaction survey. Factors that influence employee satisfaction addressed in these surveys might include compensation, workload, perceptions of management, flexibility, teamwork, resources, work life balance etc.


When employees are satisfied, we can see below advantages:

1) Increased productivity

2) Improved brand image

3) Increases employee retention

4) Contributes positive results towards Employee Referral Programs

5) Reduces Employee Absenteeism


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